2.6 Tracking Support Incidents

The Incidents tab gives you a complete system for tracking support incidents.

  • Specify contact details of each customer, products and categories, and then set up values to limit status codes, severity, and urgency attributes for an incident

  • Raise a new ticket by clicking the Delta (Δ) symbol. Oracle Health Check Collections Manager displays the delta symbol only in the Collections and Browse tabs

  • The Browse tab enables you to create a new ticket on individual checks

  • The Collections tab enables you to create a single ticket for entire the collection

  • Delta (Δ) symbol is color coded red, blue, and green based on the ticket status

    • RED (No Incident ticket exists): Initiates the process to create a new incident ticket for the collection or individual checks

    • BLUE (An open Incident ticket exists): Opens the incident ticket for editing

    • GREEN (A closed Incident ticket exists): Opens the closed incident ticket for viewing

  • Track the progress of the ticket in an update area of the ticket, or add attachments and links to the incident

  • Use tags to classify incidents and use the resulting tag cloud in your reports

  • Incident access and management happen only within your access control range

Note:

Incident Tracking feature is a basic stand-alone system and it is not designed for integration with other commercial enterprise-level trouble ticketing systems.

Incident Tracking Features

  • Search options

  • Track and analyze incident tickets

  • Flexible and updateable incident status

  • Robust reporting

  • Link, Note, and File Attachments

  • Flexible Access Control (reader, contributor, administrator model)